Customer Success Specialist

4 days ago

Vancouver, Canada ElektraFi Full time

Elektrafi is a Canadian financial wellness startup focused on revolutionizing the way individuals manage their finances. Our cutting-edge budgeting and financial planning tool is designed to provide actionable, personalized advice to help users take control of their financial futures. Our mission is to become the go-to resource for employees seeking accessible, reliable, and comprehensive financial guidance, regardless of income or financial background. We are seeking a Customer Success Specialist with additional responsibilities in Quality Assurance, to ensure our clients achieve measurable value from our platform. This role is ideal for a proactive, customer-centric individual who thrives in a fast-paced, high-impact environment. Key Responsibilities Serve as the primary point of contact for assigned clients. Onboard new clients and ensure successful platform adoption. Configure platform customization for enterprise customers. Proactively monitor client usage and engagement; suggest optimizations. Execute customer success playbook steps, including health checks, QBRs, and personalized nudges. Handle incoming client queries via email, chat, and calls. Collaborate with Sales and Product teams to relay feedback and product improvement suggestions. Maintain accurate records in CRM and CS tools; report on KPIs regularly. Any other related projects to drive customer engagement and satisfaction. Additional Responsibilities Perform routine quality assurance testing across the ElektraFi SaaS platform to ensure functionality, usability, and data accuracy. Execute manual test cases for new features, enhancements, and bug fixes prior to release. Identify, document, and track bugs or defects using internal tools, providing clear reproduction steps and expected outcomes. Validate fixes and improvements post-release to confirm resolution and prevent regressions. Act as the voice of the customer by flagging usability gaps, friction points, and inconsistencies observed during testing. Collaborate with Product teams to prioritize issues based on customer impact. Support UAT (User Acceptance Testing) for client-facing releases and onboarding flows. Qualifications & Skills 1–3 years experience in Customer Success, Account Management, or SaaS support . Strong understanding of SaaS fintech platforms and willingness to learn quickly. Excellent written and verbal communication skills . Ability to analyze usage data and provide actionable insights. Customer-first mindset; detail-oriented and proactive. Comfortable working independently in a hybrid environment. Experience testing SaaS or fintech platforms . Familiarity with QA tools (e.g., Jira, Linear, ClickUp, TestRail, or similar). Understanding of user journeys, onboarding flows, and role-based permissions. High attention to detail with the ability to balance speed and quality. What We Offer Competitive salary and benefits: FTE: $60-75K CAD, based on experience. Opportunity to make a significant impact on a fast-growing startup. Supportive, inclusive, and collaborative work environment. The chance to work with cutting-edge technologies and contribute to a meaningful product. To Apply If you are a motivated and experienced CS Specialist ready to help shape the future of financial wellness, we want to hear from you #J-18808-Ljbffr

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